Position: Technical Support / Customer Support Location: Raleigh, NC Duration: 6 Months Responsibilities will include but are not limited to the following: Perform daily operational customer support activities for technical email service support incident and restore requests Drive timely delivery and resolution of customer requests to meet all defined Service and Operating Level Agreements Fulfill incoming requests for email and calendar services using the Microsoft Exchange administrative consoles and custom administrative web page Administer Blackberry customer accounts and devices using BES services Follow all documented OEP processes for Incident, Request, Change, Configuration and Release management in the support of Unified Communications Perform troubleshooting on technical and complex Exchange and NearPoint archive solutions Support Email & Relay Filtering Services using the US Internet Securence solution and administrative console Serve as backup on the MailMan Distribution List Service using administrative consoles Participate in the weekly service on-call role and respond to pages and escalations 24/7 Serve as the backup analyst fulfilling the general agency public records email restore requests in the event of resource deficiencies Troubleshoot and support any number of email and active sync clients to include smartphones, tablets, pc’s and laptops Perform remote control support and configurations using Adobe WebConnect services Accuracy Required in Work: Work can impact mission-critical statewide systems and services. Decisions affect highly visible client agencies and their email data and archives. Consequence of Error: The result of errors may be a delay in providing services or acceptable service performance. A single mistake can expose or leak critical confidential e-mail and calendar data used by numerous state agencies providing services to citizens. Instructions Provided to Selected Candidate: The selected candidate will be provided with the overall goals and objectives for the service by the operations manager of Unified Communications and should be able to extrapolate these goals and objectives and successfully implement activities that support and achieve them. Required Experience: Minimum of 3 years of experience in information systems application support with a demonstrated concentration of experience in e-mail/calendar and email archiving systems Experience with Microsoft Exchange 2003 and higher e-mail systems, Trend Micro anti virus/anti-spam solution Experience working with various IMAP compliant e-mail software clients such as Outlook, Netscape, and Thunderbird Prior experience achieving results with a group of technical analysts, as well as cultivating technology customer relationships Experience supporting and maintaining an enterprise level, mission critical e-mail and/or e-mail archiving system Experience supporting and fulfilling highly complex tape and archive restores and other related operational requirements of a highly confidential nature Required Abilities: Ability to develop logical and systematic approaches to setting priorities, developing solutions, and implementing action plans Demonstrated ability to cooperate with other related work teams and coordinate and work with other technical teams to design technical architecture for product Demonstrated ability to plan, organize, and execute with strong problem solving skills Candidate Must Have: Strong team-oriented interpersonal skills with a demonstrated ability to function as a consultant to executive branch agencies, Unified Communications clients and others as needed Excellent oral and written communication skills within a customer focused, business and/or technical context Experience supporting and operating an e-mail archiving system Prior product life cycle support experience as well as operational responsibilities for an email, email archiving and calendaring service